Consumer Support Representative - Bilingual French

PERFORMANCE FOR PURPOSE 

Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model. When people work for a company with purpose, they are driven to out-perform. If you are interested in joining a team that cares about its customers, employees, and your community, please contact us. 

Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. These positions are work from home in the United States.

We have an exciting opportunity as a Consumer Support Representative (Bilingual English & Canadian French). 

The Consumer Support Representative (CSR) is primarily responsible for making the consumer’s experience with the brand better because of their contact with our department. The CSR must accurately answer, document, and correctly escalate consumer affairs contacts via phone, email, voicemail, letter, text, fax, and any other means of communication as needed. CSR will ensure that consumer affairs calls are answered in a timely manner and that all queues are cleared by the end of the workday. The ideal candidate will have previous experience in a contact center and in the Consumer Packaged Goods Industry. Candidates must be fluent in both English and Canadian French to be considered for this position. 

Overview of Daily Activities: 

• Make each consumer experience better because of your involvement in it. 
• Embody our purpose of “making brands and people feel at home” in every contact with a consumer. 
• Surprise and delight the consumer at every opportunity with the tools available to you by each client. 
• Meet or exceed set KPI’s for cases per day, live calls per day, and quality score. 
• Ensure that all consumer contacts are answered in accordance with department and client specific SOPs, SLAs, policies, and procedures. 
• Ensure that all queues are cleared by end of day. 
• Maintain expert knowledge of all SOPs, documents, and processes at a department and client specific level. 
• Know and own timelines for all cases assigned. Notify direct manager of any potential timeline breaches prior to the breach of timeline. 
• Ensure that all processes and procedures are complied with in answering, documenting, and communicating consumer contacts. 
• Maintain accurate, thorough records of incoming and outgoing consumer communications. 
• Initiate the post-entry process to send out Enclosures as needed. 
• Exhibit superior customer service at all times with clients, customers, colleagues, and consumers. 
• Navigate digital Knowledge Base, websites, and reference materials with efficiency and speed. 
• Initiate and maintain knowledge on multiple client products and logistics which are updated at a frequently changing pace. 
• Assist with updates pertaining to Consumer Affairs Reference materials. 
• Identify Consumer Affairs trends and escalate to appropriate parties. 
• Escalate calls to appropriate parties as needed to complete a case. 
• Assist on or manage special projects and new processes as needed throughout the year. 
• Other duties as assigned. 

Hours: 

• Training will be conducted virtually during the hours of Monday-Friday from 6:00am to 2:30pm Mountain time.  Training is a seven-week course and no time off can be permitted.  
• Hours will be scheduled between 5:00am-3:30pm MOUNTAIN TIME, Monday-Friday. Must be available to work any time within this schedule. Hours of operations are subject to change. 

Additional Information: 

• Position is full-time with benefits (medical, dental, vision) and holiday/sick pay.  
• Hourly rate of $14 - $16 plus $1 bilingual differential

 Requirements: 

• High School Diploma or GED, Some College Preferred 
• Bilingual Fluency in English and Canadian French (verbal and written) 
• Minimum of 2 years of Contact Center experience 
• Consumer Packaged Goods industry experience strongly preferred 
• Excellent Communication skills 
• Positive attitude 
• Collaborative 
• Detail-Oriented 
• Time-Management Skills 
• Self-Motivator 
• Ability to handle change and multiple responsibilities 
• Empathy 
• Excellent digital navigation skills 
• Background check required 

Technology Requirements:

• Windows PC
  • Dual Core CPU (1.5GHz or better)
  • 8GB RAM
  • 20GB Free Disk space 
  • Windows 8.1, or 10
• macOS
  • Intel Core i7, 2.3 Ghz
  • 8GB RAM
  • Mavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12
• Chromebooks and Linux systems are not supported
• High-speed internet
  • Internet connection should support at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)
  • Latency from employee to data center should be under 150ms one-way
  • Wireless connections (Wi-Fi) are not supported. Employees should be directly connected to their ISP router with an Ethernet cable
  • Satellite internet is not currently supported
• Wired USB Headset, camera and smartphone (for security ID only) required

Elevation Connect will ALWAYS contact you directly for any information about your application.  We will NEVER ask for fees or personal bank information in the interview process.  Please be aware of scams.